Institutionalisation of health insurance digital claims platform

This study aims to understand how institutionalisation of health insurance digital claims platform gets facilitated or constrained. The study is situated in a developing country context of Ghana. A growing body of information systems research on digital platforms to organise public health care exists and continues to evolve; however, the facilitators and constraints to institutionalisation of digital platform in health insurance have received little attention. This paper, therefore, applies a sociotechnical approach using institutional theory as the analytical lens and qualitative interpretive case study as the methodology. The findings show that institutionalisation of digital platforms is not linear and incremental, but goes through several iterations, sudden and non-linear disruptions. The critical barriers identified limiting institutionalisation of digital platform include; (1) Heterogeneous health care provider environment. (2) political change and leadership; and, (3) Management of the innovation process.